Hanging out with a customer service representative is never enjoyable, but believe it or not, you have more power than you think when you’re on the phone with them.
Here are 12 simple yet powerful tricks to make customer service interactions a breeze.
From savvy communication tips to clever negotiation tactics, these tricks can help you get exactly what you want.
How many of these are you already doing?
Never Be Rude
One of the most essential customer service tricks is to remain polite and patient throughout your interaction. Remember that the person on the other end of the line or across the counter is just doing their job, and they are more likely to help you if you treat them with respect. Use “please” and “thank you” liberally, and stay calm, even if you’re frustrated.
Do Your Research
Before reaching out to customer service, it’s crucial to do your research. Understand the company’s policies, warranties, and relevant terms and conditions. Knowing the products or services you’ve purchased will make presenting your case easier and negotiating effectively.
Keep Records
Keeping records of your interactions with a company can be a powerful tool. Note down dates, times, names of customer service representatives, and a summary of what was discussed during each conversation. This information can help you reference previous discussions and hold the company accountable for promises made.
Use Social Media
In the age of social media, companies are highly sensitive to their online reputation. If you’re not getting the help you need through traditional customer service channels, consider contacting the company via social media platforms like Twitter or Facebook. Publicly sharing your issue can often prompt a quicker response and resolution.
Ask to Speak to a Supervisor
If you’re not progressing with the initial customer service representative, politely ask to speak to a supervisor or manager. Supervisors often have more authority to make decisions or provide solutions and may be better equipped to handle complex issues.
Stay Persistent
Persistence can be a potent customer service trick. If your request is legitimate, don’t be afraid to follow up repeatedly until you get a satisfactory resolution. However, always maintain your politeness and patience during these follow-ups.
Escalate the Issue
If all else fails and you feel your issue is not addressed appropriately, you may need to escalate the matter. Many companies have formal escalation procedures found on their websites or by asking a representative. Escalating your issue can often result in more attention and a favorable resolution.
Be Prepared to Compromise
Sometimes, getting what you want from customer service may require a compromise. Consider what you are willing to accept as a resolution, even if it’s not everything you initially wanted. Flexibility and willingness to work with the company can often lead to a more satisfactory outcome for both parties.
Mention Regulatory or Legal Rights
In some situations, informing the customer service representative about your knowledge of consumer rights or relevant regulations can be beneficial. For example, if a company is not adhering to warranty or refund laws, calmly but firmly mention the specific regulations or laws that apply to your situation. This can prompt the company to take your concern more seriously and ensure they comply with legal requirements. However, always approach this tactic respectfully and be willing to work together to find a mutually agreeable solution.
Know When to Walk Away
While it’s essential to be persistent and advocate for your rights as a customer, it may be best to cut your losses and move on. If you’ve exhausted all available avenues and still can’t get what you want, consider whether the time and energy you invest are worth the potential outcome. Sometimes, it’s better to find an alternative solution or provider.
Play the “Loyalty” Card
If you’ve been a long-time company customer, don’t hesitate to mention your loyalty. Companies often value their repeat customers and may be more inclined to accommodate special requests or provide policy exceptions to retain their business. Politely remind the customer service representative of your history with the company and express your desire to continue your patronage.
Utilize the Threat of Competition
Sometimes, hinting at the possibility of taking your business elsewhere can be an effective strategy. If you’re not getting the resolution you want from customer service, calmly mention that you’re exploring alternatives. Companies are often eager to prevent customer churn and may offer incentives or solutions to persuade you to stay. However, use this tactic honestly, as making empty threats can damage credibility.